Offboarding
Article

Offboarding

How and How Not to End Relationships with Users

Sarah Khan
UX Booth, 2016
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Editorial Rating

8

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  • Innovative
  • Applicable

Recommendation

Some companies are stickier than toffee: a newsletter that won’t let you unsubscribe, an online service that makes it almost impossible to delete your account or a service company that puts a range of obstacles in your way out the door. But clinging to your customers this way is bad style. Instead, keep your head up high and provide your customers with a well-designed “offboarding” experience. User experience consultant Sarah Khan calls for managing the end of your customer relationship just like you would any other phase of the customer life cycle and outlines simple steps to do so. getAbstract knows you’re hurting, but seconds Khan’s advice: Let them go! (They might come back loving you even more.)

Summary

“Offboarding,” the process of ending the relationship between a customer and a company, is a normal part of doing business and an unavoidable aspect of your company’s operations. The product or service may become unnecessary for certain customer, their financial or personal circumstances may have changed, or they may no longer be happy with your service. If your customers’ last interaction with your company is complicated and frustrating, they are less likely to return as customers later. Furthermore, if they air their frustrations on social media or publish negative...

About the Author

Sarah Khan is a writer, editor, and user experience designer and consultant.

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